研究生: |
薛焜鴻 Xue, Kun-Hong |
---|---|
論文名稱: |
以通聯記錄進行行動電話用戶之流失分析與評估 Exploring Call Detail Records for Churn Analysis in a Telecommunication Company |
指導教授: |
鄧維光
Teng, Wei-Guang |
學位類別: |
碩士 Master |
系所名稱: |
工學院 - 工程科學系碩士在職專班 Department of Engineering Science (on the job class) |
論文出版年: | 2008 |
畢業學年度: | 96 |
語文別: | 中文 |
論文頁數: | 63 |
中文關鍵詞: | 通聯記錄 、顧客流失 、圖形理論 、社會網路分析 |
外文關鍵詞: | graph theory, call detail records, customer churn, social network analysis |
相關次數: | 點閱:78 下載:1 |
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在行動通訊市場漸趨飽和的狀態下,電信業者間之競爭亦愈趨激烈,在無法有效地增加新用戶的情況下,如何減少顧客流失已成為一個重要的研究課題。本論文運用社會網路分析的方法與圖形理論,探索行動電話用戶的通聯記錄,以瞭解用戶之行為與社群,並進一步地提出一個核心成員發現演算法,用以搜尋行動電話用戶社群之核心成員。顯而易見地,這些核心成員在該社群中具有相當的影響力,一旦這些核心成員轉換到其他電信業者,將產生一連串的連鎖效應進而導致更多用戶的流失,因此藉由穩定核心成員,方可降低顧客流失的機率。最後,本文所提之核心成員發現演算法在透過實驗結果的驗證後,發現其不僅具有理論的完整性,且可應用於真實的資料環境中,並提供電信業者一個及早發現與減少顧客流失的參考方法。
As the market of mobile communication gradually gets saturated in recent years, the competition among telecommunication operators also becomes severe. While it is difficult to effectively attract new subscribers, to reduce customer churn has become a critical issue. In this work, we utilize techniques of social network analysis and graph theory to explore the call detail records so as to understand more about user behavior in their communities. Moreover, we propose in this work an algorithm to discover core members in their respective communities. It can be easily noticed that core members are with significant influence power and network values. More customer churns may happen as core members transfer to another telecommunication operator. Thus, the possibility of customer churn can be reduced by satisfying core members. Through empirical studies, our approach is not only of solid theoretical basis but also feasible in real telecommunication environment. Consequently, our approach can provide telecommunication operators a valuable reference to identify and to reduce customer churn in early stages.
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